Service Desk Analyst

Call Management:
Call logging, classification, prioritizationand assignment
Case Management

Incident Request Management:
Resolution of Incidents
Fulfillment of Service Requests
Provide user notifications and general announcements upon service degradation and outages (planned unplanned)
Update the service management system upon changes made to Configuration Items (CIs)

Systems Operations:
System Health Checks
Perform Systems or Business
Applications monitoring Tasks

Knowledge Management:
Contribute knowledge management articles to IS portal(s) for User and Technical Support

Customer Relationships:
Respond promptly to any issues that directly impact the customers experience
Ensure a friendly, open, professional manner is maintained always.

Administration:
Generate and analyze required metric reports
Assist with the communication, managing compliance with and maintenance of IDP s IT Policies and Procedures

WHAT WERE LOOKING FOR
Minimum 3 Years of experience in effectively working on a company Service Desk an in involving Co-ordination and Interaction with business users via different mode of communication.
Have working experience in rendering Application Support not limiting in
Identify, Evaluate, Prioritize and Resolve user requests and issues.
An IT undergraduate degree from a recognized college or university
ITIL Certification at Foundation level
Strong understanding of Window 10 Operating Systems
Strong understanding of Microsoft Office 2016 Client and Web Access
Experience in Supporting Office 36, SharePoint, One drive, MS Teams
Basic understanding of Microsoft Active Directory and Microsoft Exchange
Solid PC networking concepts understanding
Installation and configuration of PC peripherals
The ability to troubleshoot and resolve desktop issues
Analytical Problem-solving Skills
Strong and fluent communication skills in English (verbal and written)
The ability to both takes direction and work independently in a fast-paced environment
Strong time management and the ability to manage shifting priorities